CS Sr. Strategy & Operations Analyst

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

As the Sr. Strategy & Operations Analyst on the Customer Success Strategy, Planning, & Analytics team, you will bridge the technical and business worlds, partnering closely with cross-functional teams across the company to use data to drive better outcomes for the global Customer Success business. In this role, you will work with large data sets, using statistical and analytical techniques to identify patterns, predict business performance, and provide recommendations to senior leadership. You will lead efforts to optimize business performance through strategic planning, data analysis, and process improvements. You will support global strategic initiatives, recurring analytics activities, and ad-hoc decision support, and will also manage the reporting and governance of key business metrics like churn, renewal rates, and net retention.

This position is an individual contributor role reporting to the Director, Strategy Planning & Analytics.

Responsibilities

• Lead hypothesis-driven, quantitative projects end-to-end, ensuring cross-team collaboration.
• Develop quantitative models to predict business performance, support long-range planning, and identify opportunities for improvement.
• Experience with customer segmentation analyses and a strong understanding of go-to-market data is required.
• Design reporting cadence, governance, and data strategy for Customer Success programs.
• Coordinate quantitative strategies derived from communication with stakeholders.
• Collect, analyze, and interpret data related to customer success to identify trends and insights.
• Communicate data-driven insights and recommendations to non-technical audiences.
• Use analytics and data intuition to deliver insights on actions that influence net retention rates.
• Stay up-to-date with industry trends in data analytics and Customer Success.
• Collaborate with Regional Operations teams to provide global support.
• Define systems, tools, and business requirements for varied Customer Success projects.
• Identify business improvement opportunities through analytics and quantitative insights.
• Develop and track KPIs at global and regional levels.
• Support core Customer Success operations processes, including annual planning and quarterly business reviews.
• Use quantitative insights to recommend new initiatives and best practices for Customer Success operations.
• Conduct research and analysis on revenue, customer trends, market dynamics, and competitive landscape to support decision-making.
• Lead end-to-end operationalizing of go-to-market strategies, from conceptual design to tactical execution.

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• A Bachelor’s degree in Computer Science, Business Information Systems, Business Administration, Finance, Economics, Applied Mathematics or Statistics, Econometrics, or closely related field.
• 5+ years of experience in data engineering, insights and reporting, or analytics with increasing responsibility.
• Experience directly supporting a GTM organization.
• Experience driving projects from start to finish.
• Experience with relational databases (e.g., SQL).
• Experience with Customer Success and Renewal KPIs and Metrics.

Preferred

• Knowledge of common machine learning and statistics frameworks and concepts.
• Experience with large data sets, distributed computing and cloud computing platforms.
• Experience directly supporting the Customer Success organization of a SaaS company.
• Ability to break down technical concepts into simple terms to present to technical and non-technical audiences.
• Proficiency in Salesforce, Gainsight.
• Strong analytics and business acumen.
• Customer service oriented and ability to partner with individuals at all levels.
• Expert in Excel and PowerPoint, Google Workplace.
• Effective, clear, and concise communication skills, verbal and written.
• Results-driven and self-motivated with the ability to multitask.
• Comfortable and flexible working in a fast-paced environment.

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

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